Service Desk Analyst

Job Summary

Royal Victoria Regional Health Centre (RVH) Regional Digital Health is seeking a highly motivated and organized Service Desk Analyst with a passion for technology and customer service. As a Service Desk Analyst, you will be a critical team member in the Regional Digital Health (RDH) team, providing support to customers across the Regional Digital Health partners (Collingwood General and Marine Hospital, Georgian Bay General Hospital, Headwaters Healthcare Centre and Royal Victoria Regional Health Centre and others).

This role offers the opportunity to work in a dynamic environment alongside skilled and innovative professionals committed to delivering exceptional technology solutions.

Reporting To:
Service and Program Manager

• Provide first‑call resolution for hardware and software issues, including PCs, mobile devices, printers, audio/visual equipment, and Patient Services Entertainment Systems (PSES).
• Perform hands‑on troubleshooting, installation, and maintenance of multi‑function printers (Ricoh, HP, Canon, Lexmark) and other end‑user devices.
• Respond to support requests via phone, email, ticketing system, and in‑person, ensuring accurate documentation and adherence to Service Level Objectives.
• Track, monitor, and resolve incidents within service level agreements, escalating to Tier 2 when required.
• Deliver professional, timely communication and exceptional customer service for all incidents and service requests.
• Prepare, configure, and deploy computer workstations and peripherals, ensuring appropriate software installation, access rights, and accurate equipment inventory.
• Troubleshoot PSES hardware and connectivity issues (e.g., displays, TVs, remotes, audio/signal problems) and coordinate with vendors or internal teams to address infrastructure‑related concerns.
• Create and maintain technical documentation, workflow materials, presentations, and knowledge base articles.
• Recommend improvements to enhance service quality, technical efficiency, and cost effectiveness—particularly related to printing solutions.
• Support a wide range of computing technologies, including desktops, laptops, phones, tablets, peripherals, printers, audio/visual systems, clinical applications, networks, and infrastructure.
• Provide assistance to Digital Health teams during large projects, upgrades, and system deployments.
• Follow all mandatory policies and procedures to ensure system and network security, privacy, and confidentiality.
• Demonstrate strong work ethic, reliability, and accountability, consistently meeting commitments and deadlines.
• Collaborate effectively with staff, hospital departments, and external partners to maintain high service levels.
• Provide on‑site support for RVH, GBGH, off‑site locations, and regional partner hospitals during business hours as scheduled, and participate in the established on‑call schedule to deliver on‑site or virtual support after hours.
• Uphold RVH’s mission, vision, values, and service culture in all interactions.

• Completion of Community College diploma, 3 years with focus on computer science or equivalent
• Undergraduate degree in information technology, computer sciences and/or technology engineering preferred
• A+ Certification, Network+ or MSSE Certification highly desired & ITIL certification preferred

• 2‑year experience in a similar role, providing technical support in an enterprise organization
• Preference will be given to candidate with a minimum of 1 year experience in Health care
• Service Desk experience in a Windows Environment is required

• Proficiency with computer hardware and desktop software
• Proficiency with computer troubleshooting, analysis, critical thinking and problem‑solving skills
• Ability to learn multiple applications and systems
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority
• Ability to work with external vendors for support and service
• Ability to effectively communicate via telephone and email to users with various levels of computer understanding
• Knowledge of networking configurations, installation, and maintenance
• Understanding of manipulating…